Case Study: Wellhub scales customer service and boosts support productivity with Zendesk

Gympass scales with Zendesk and sees 20% increase in productivity

Gympass is a global fitness-discovery platform that partners with employers to give millions of users access to 45,000+ gyms and 800+ activities across 14 countries. Rapid growth created a major support challenge for regional teams—LatAm alone handles 50,000–100,000 tickets per month—so Gympass needed an omnichannel, scalable customer service solution and a standardized global CX approach.

Gympass implemented Zendesk Chat, Support, Guide, and Explore to centralize workflows, add self-service, and build analytics. The rollout delivered a 20–30% productivity lift in migrated channels, a 10% increase in help-center click-throughs from improved tagging, faster insight and forecasting via Explore, fewer recurring issues through data-driven fixes, and measurable quality tracking—helping the company scale support while improving customer satisfaction.

Wellhub

Rafael Sobral

Director of Operations